Call Centre Manager in Montreal, QC

Call Centre Manager Job Description

Call centre managers in Canada are responsible for the overall operations and performance of a call centre. This role involves leading and motivating a team of agents, optimizing call centre processes, and ensuring excellent customer service.

Typical call centre manager duties:

Recruit, hire, train, and develop call centre agents.

Monitor team performance and address performance issues.

Develop and implement call centre strategies and policies.

Optimize call centre operations to improve efficiency and productivity.

Ensure high levels of customer satisfaction through effective call handling.

Monitor call centre performance metrics (e.g., call volume, handle time, customer satisfaction).

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Salary for Call Centre Manager in Montreal, QC

70635 - 93840

25th percentile

70635

The candidate is new to the role and building the needed skills, experience and autonomy.

50th percentile

81090

The candidate has the experience to perform core responsibilities without direct supervision and is comfortable with the role’s processes and subject matter.

75th percentile

93840

The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.

Projected salaries for related positions

Position title

25th percentile

50th percentile

75th percentile

Customer Service Manager

76500

86190

102510

Senior Call Centre Specialist

54825

60435

69360

Call Centre Specialist

43860

50745

57375

Senior Customer Service Specialist

59160

66555

72165

Customer Service Specialist

53550

57630

61965

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